Job ID: JOB_ID_3325
About the Role:
We are seeking a skilled Business Analyst with strong expertise in ServiceNow Customer Experience and Common Service Data Model (CSDM) to analyze business requirements, design solutions, and ensure alignment with ServiceNow best practices. This role focuses on improving customer experience through structured data models and optimized workflows. The position is hybrid, requiring a blend of onsite and remote work.
Key Responsibilities:
- Requirement Gathering & Analysis: Collaborate with stakeholders to understand customer experience goals and CSDM requirements. Document functional requirements, user stories, and acceptance criteria. Analyze existing processes and recommend improvements aligned with ServiceNow and ITIL standards.
- Solution Design Support: Work with ServiceNow architects and developers to translate business needs into technical specifications. Validate CSDM implementation for service mapping and data integrity.
- Customer Experience Optimization: Define workflows and processes that enhance user experience across ServiceNow modules. Ensure seamless integration of customer-facing portals and self-service capabilities.
- Testing & Validation: Support UAT and validate configurations against business requirements. Ensure quality and compliance with organizational standards.
- Stakeholder Communication: Act as a liaison between business teams and technical teams. Provide regular updates on progress, risks, and dependencies.
Required Skills & Experience:
- 6-10 years in ITSM/ITIL processes, with 4+ years as a BA on ServiceNow projects.
- Hands-on exposure to Customer Experience workflows and CSDM framework.
- Technical Knowledge: Familiarity with ServiceNow ITSM, ITOM, and CSDM data structures. Understanding of CMDB and service mapping principles.
- Process Knowledge: Strong grasp of ITIL framework and customer experience best practices.
Preferred Qualifications:
- ServiceNow certifications: CSA (Certified System Administrator) or ITSM fundamentals.
- CSDM Foundation certification preferred.
- ITIL Foundation certification.
- Experience in Agile methodology and tools (JIRA, Azure DevOps).
- Excellent communication, documentation, and stakeholder management skills.
About the Company:
Metrix IT Solutions INC is an E-Verified Company seeking a Business Analyst for a hybrid role in Philadelphia, PA. We are dedicated to providing innovative IT solutions and fostering a collaborative work environment.
Special Requirements
Mode: Contract, Location: Philadelphia, PA – Hybrid
Compensation & Location
Salary: $90,000 – $130,000 per year (Estimated)
Location: Philadelphia, PA
Recruiter / Company – Contact Information
Recruiter / Employer: Metrix IT Solutions INC
Email: mmr@nileprise.com
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